How Huckleberry Consulting Tripled Our Client Lifetime Value—And Gave Us Our Weekends Back
Company: Proximity Outsourcing
Industry: Managed Outsourcing / B2B Services
Engagement: Client Success Manager (CSM) Search, Onboarding & Process Architecture
Timeline: 2022 – Present
THE CHALLENGE
Running a high-ticket, $995 USD – $2495 USD -per-month service sounds glamorous—until Client Success starts eating every spare second.
- No onboarding SOPs or unified comms between remote talent & clients
- Zero escalation playbook—”panic & refund” became the default
- Client LTV stuck at $10 – 20,000 while ops & marketing teams moonlighted as CS
The result? A founder on constant fire‑watch and a business riding the feast‑and‑famine roller‑coaster.
WHY HUCKLEBERRY
Alex Booth—ex‑Microsoft & Amazon CS leader—didn’t just talk enterprise best practice; he translated it for a lean team. His calm, surgical approach (and willingness to get his hands dirty) made Huckleberry Consulting the obvious pick.
THE ENGAGEMENT
6-Month Overhaul
- Diagnose every client touch‑point, from kickoff to renewal.
- Build escalation paths & comms SOPs that any remote pro can follow.
- Design a repeatable, 3‑week CSM hiring engine (scorecards, funnels, interviews).
- Coach our first wave of CSMs until “iteration” became “autopilot.”
| KPI | Before GetCSM | 18 Months Later |
|---|---|---|
| Client LTV | $10–20 k | 3× higher & still climbing |
| Retention Rate | <70 % | >90% |
| YoY Revenue Growth | Flat / volatile | +12–15% |
| Founder CS Time | 20+ hrs/week | <2 hrs/week |
STAND-OUT MOMENT
Taking a 90‑day sabbatical, Karla replied only to occasional WhatsApp pings; clients renewed on schedule, raved in surveys, and even upsold themselves—proof the new CS engine purrs without her.
WHAT'S NEXT
With a plug‑and‑play CSM pipeline, Proximity now entertains large JV deals and aggressive scaling targets, confident the client journey can absorb the volume.
ROI IN ONE LINE
"Huckleberry Consulting turned Client Success from our biggest headache into our unfair advantage."
ABOUT HUCKLEBERRY CONSULTING and GetCSM
Huckleberry Consulting builds bulletproof Client Success functions for scaling SaaS and service brands. Led by Alex Booth—veteran of Microsoft & Amazon—the team blends enterprise rigor with startup speed so founders can grow without grinding.
Ready to see what a stress‑free, revenue‑stacking CS engine looks like?
